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Call Center: Advanced Queuing Features
- Customer Call Back
- Push Customer to Agent
- Grab Caller Out of Queue
- Music on Hold
- Queue to Queue Transfers
- Multiple Routing Algorithms
- CallerID Display
WorldSmart provides a number of advanced call center features found only on high end call center solutions. These features and capabilities add convenience to customers calling in as well as improve efficiency and productivity for agents.
WorldSmart's call center service improves the customer's experience with sophisticated call center features like Push Customer to Agent, Customer Call Back and Pull Caller Out of Queue.
Push Customer to Agent gives more control for supervisors to direct important or ciritical customers that are in the queue to an agent immediately. This ability improves customer satisfaction and can dramatically lower customer frustration levels, especially for your more important customers. It is this level of sophisticated customer control that sets WorldSmart's Call Center service apart from others.
Call Center Push Caller to Agent Feature Allows Supervisors to Direct Important Customers to Agents Immediately!
Customer Call Back eliminates the need for a caller to wait in a queue until an agent is available! It allows a caller to enter a phone number (or the system grabs CallerID if available) where they can be reached and then hang up. When their place holder reaches the front of the queue and an agent is available, WorldSmart calls the customer back, saving them from having to wait in the queue for the next available agent! This feature significantly increases customer satisfaction (and can lower customer frustration too).
Call Center Call Back Feature Keeps Customers From Waiting On The Line!
Grab Caller, allows an agent to selectively pull a caller out of the ACD queue no matter where in the queue the caller is. The agent can see the caller's CallerID information. This is useful if a priority customer is identified or if a particular agent need to connect immediately with a waiting caller.
Call Center Grab Caller Out of Queue Feature
WorldSmart's ACD call queuing is a sophisticated queuing system that enables your call center to accept more calls into your PBX than your agents are capable of answering at any one time. It is ideal for managing and distributing incoming calls so you can give your customers that extra added attention. With ACD call queuing, you never lose a customer because your agents could not answer the call. Your customers are answered automatically and held in a queue while all your agents are busy. While waiting for an agent, customers receive a greeting message followed by on-hold music. WorldSmart's ACD call queuing is user-friendly and offers web based access to easily setup and customize it to fit your business needs, such as setting up multiple call queues. Multiple routing algorithms allow you to tailor the Call Center to your business and agents and including ring all, round robin, longest-time idle, random, next available, fewest calls and skills-based. Skills-based routing is a powerful method that allows you to associate agents with particular skills and route calls based on those skills.
Once answered, an agent can even transfer a caller to another queue (like from Sales to Support).
WorldSmart CallCenter's Call Queuing key features include:
- Automatic answering
- Music on hold
- Web-based management
- Multiple routing algorithms including ring all, round robin, longest-time idle, random, next available, fewest calls and skills-based
- Call queuing on/off configurability
- 10 call queues included (more available as add-ons)
